JOB SUMMARY

The Field Services Technician is an important role within the Service Delivery division at CTS. This Technician is responsible for performing scheduled and dispatch field visits to CTS clientele or CTS itself. As a FST, you are responsible for the delivery of impeccable troubleshooting and general support of our clientele’s technical environment while also providing high caliber quality work and customer service.

This is an individual contributor – technical position.

KEY RESPONSIBILITIES

• Work closely with other service delivery teams (Internal Systems, POD Teams, and Engineering).
• Be available to go onsite every day to a scheduled client and conduct an onsite visit for the day.
• Be attentive to detail and take the initiative of being a caretaker of the clients technology environment. Lastly, establish great relationships with the clients you interact with.
• Provide onsite installation, configuration, and troubleshooting of workstation, server, and cloud applications for CTS clients.
• Respond to and resolve service requests/incidents dispatches in accordance with existing procedures and service level agreements (SLAs);
• Track time, communicate and work via our Connectwise Manage PSA.
• Liase with internal teams, vendors and client contacts.
• Perform onsite recurring maintenance at client sites.
• Serve as a resource, if needed, for internal/client-facing projects.
• Complete all work assigned by Service Delivery Coordinator/Dispatcher or Supervisor.

QUALIFICATIONS

• Experience in WAN/LAN networking, including routing, switching, security, and load balancing.
• Experience in WLAN technologies including, but not limited to, Meraki, UniFi, and Cisco.
• Experience with Microsoft Windows Server, Windows Desktop, and Apple Ecosystem.
• Experience with Grand Stream or other Asterisk-based PBX systems.
• Experience with Android, iOS, Gsuite, and Office365.
• Experience with MDM's solutions.
• Self-motivated, with excellent time management skills and the ability to handle and adapt to changing priorities and special projects in a high growth environment.
• Ability to clearly articulate business and technical problems in terms of data and symptoms, causes and effects, and potential remedies; and
• Strong written and oral communication skills are a strict requirement.

PREFERRED SKILLS AND QUALIFICATIONS

• MSP Experience.
• 2+ years of experience in a customer facing, technical-services environment, with a strong commitment to customer service.
• Experience with networking protocols: TCP/IP, VPN, IPSEC, VoIP, and QoS.
• Knowledge of Cisco ASA and SonicWall firewall.
• Experience with MSP-related tools: ConnectWise, Addigy, Ninja, ScreenConnect, PRTG, and IT Glue.

WORK SCHEDULE & LOCATION

This is a full-time position scheduled Monday through Friday and rerquires an 8-hour shift. Standard working hours may be 7am-4pm, 8am-5pm or 9am-6pm, based on business needs.

While the primary work location is the South Bronx, the position requires regular travel throughout the New York metropolitan area.

COMPENSATION

The salary range for this role is $50,000-$60,000 annually

BENEFITS

• Competitive compensation
• Health Insurance (medical, vision, dental), 80% covered for employee-only plans and 75% covered for employee-spouse, employee-kids, and employee-family plans
• Flexible Spending Account (FSA)
• Health Savings Account (HSA)
• Employee Assistance Program (EAP)
• Retirement Plan (401(k)) with company match
• Commuter Benefits
• Short-Term Disability Insurance fully paid by the company
• Long-Term Disability Insurance fully paid by the company
• Life and AD&D Insurance, with optional Supplemental Life Insurance
• Paid Time Off, including Paid Parental Leave
• 10 Holidays
• 2 Floating Holidays

CTS participates in the E-Verify Program. As part of this program, the company provides the federal government with your Form I-9 information to confirm your employment eligibility in the United States. Learn more at www.e-verify.gov (information available in English and Spanish).